We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 130193 results
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Decision Reference DRN-5012690
10 Sep 2024 Santander UK Plc UpheldMortgagesDRN-5012690 The complaint Mr and Mrs C complain that Santander UK Plc declined their mortgage application. They say this was unfair. They’re also unhappy about the time taken by Santander to review their application, the number of searches it carried out and its response to their subjec... (3 pages)View decision -
Decision Reference DRN-5013006
10 Sep 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5013006 The complaint Mrs F has complained about the transfer of the personal pension policies she held with Scottish Widows Limited (“SWL”) to a small self-administered scheme (“SSAS”), in 2014. Mrs F’s SSAS was subsequently used to invest in The Resort Group (“TRG”) an overseas co... (18 pages)View decision -
Decision Reference DRN-4925049
10 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4925049 The complaint Mr G complains NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr G was approved for an Aqua credit card in August 2017 with a credit limit of £900. I have detailed the credit limit changes below: July 2018 £900 to £2,100 October 2018 £2,100... (4 pages)View decision -
Decision Reference DRN-4719046
10 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4719046 The complaint Mrs L complains that esure Insurance Limited provided her with a poor service following a windscreen replacement claim under her car insurance policy. What happened Mrs L had a replacement windscreen fitted under her insurance policy in July 2022. In October ... (3 pages)View decision -
Decision Reference DRN-4939705
10 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4939705 The complaint Mr M complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M h... (3 pages)View decision -
Decision Reference DRN-4978452
10 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4978452 The complaint Mr G and Mrs G complain about AXA Insurance UK Plc (“AXA”) and the reduced payment made to them to settle the claim they made on their home insurance policy. Mr G has acted as the main representative during the claim and complaint process. So, for ease of refer... (4 pages)View decision -
Decision Reference DRN-5010266
10 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5010266 The complaint Mr C and Mrs C are in business partnership and complain that Barclays Bank UK PLC provided poor service and caused delays in dealing with their solicitor over a proposed property sale. What happened Mr C and Mrs C explain that they originally wanted to sell par... (4 pages)View decision -
Decision Reference DRN-5012647
10 Sep 2024 Santander UK Plc UpheldConsumer CreditDRN-5012647 The complaint Mrs U complains that Santander UK Plc is holding her liable for the debt on a loan which she says she neither applied for nor knew about. What happened On 5 July 2024, I issued a provisional decision on this complaint. I wanted to give both parties a chance to ... (3 pages)View decision -
Decision Reference DRN-4921044
10 Sep 2024 Countrywide Assured Plc UpheldInvestmentsDRN-4921044 The complaint Mr D and Mrs L complain that Countrywide Assured Plc delayed paying the proceeds of their Home Purchase Plan. What happened Mr D and Mrs L’s Home Purchase Plan was due to mature in June 2023 and in May Countrywide issued a maturity pack. When it didn’t receive ... (3 pages)View decision -
Decision Reference DRN-4990061
10 Sep 2024 Topaz Finance Limited UpheldMortgagesDRN-4990061 The complaint Ms G complains about what happened when she asked Topaz Finance Limited trading as Hyalite Mortgages to change her mortgage payment date by one day. She said this caused arrears, and she wouldn’t have done this if Hyalite had explained what would happen. What h... (4 pages)View decision